Abonnement pas activé

Hi there 

We are sorry for the trouble. 

We have raised this to our development team for review. We will keep you posted of any updates. Also in the mean time, try to Restore the purchase. Tap on Profile icon > Subscriptions > Restore Purchase and see if that works. 

Let us know how it goes.

~Amal

I understand your frustration, and I don't believe this is a matter of missing a basic step. Based on what you've described, you have already gone through the standard troubleshooting procedures and are still unable to activate the subscription on your mobile device.

At this point, we should focus on understanding why the activation isn't completing successfully, rather than repeating the same troubleshooting steps. This situation ideally shouldn't be happening.

To help investigate further, could you please provide:

• Whether you’re using an Android or iOS device
• The version of the Acrobat mobile app installed
• A screenshot or short screen recording showing the subscription prompt and what happens after you sign in (we have it already)
• Confirmation that you’re signed in with the same Adobe ID that owns the active subscription (You’ve confirmed that already)

You can also verify the subscription status by signing in at:
https://account.adobe.com/plans

Once we have the device details, we’ll be in a much better position to determine whether this is an account synchronization issue, a mobile app activation issue, or something specific to the device environment.

Thank you for your patience.

~Tariq

Hi ​@Prissou06000  - Ensure you are using correct Adobe ID and give it a try again and let us know how it went. 

~Tariq

Hi Prissou06000,

As it is still not working, please try signing out of the application. Then, try to sign in to the application manually using the option you used when logging in for the first time. Try using the Adobe ID login option instead of the other options, like Apple ID or Facebook, on the login page.

Let us know if that does not help.

Thanks,

Meenakshi

Hi there 

Since the plan was purchased recently, please give it some time (1-2 hrs) and then try again. If it still doesn’t work, please share a small video recording of the steps you are taking and the issue as it occurs for more clarity.

~Amal